How to see attachment on case generated on CSM requests

[Julien]

Hi everyone,

So, I'm facing an issue I don't quite know how to solve. The use case is as follow:

Our customer is using ITSM and CSM.

On the CSM portal, they have a Request Catalog. External users have access to a dedicated catalog and can create requests, which then get encapsulated in a case record. It's all normal and expected.

We're in the process of rebuilding some of the items, and for certain new items, attachments are mandatory. While testing, our tester started complaining that they don't see the attachment they have added to their request.

And indeed, as external users, they only have access to the case record. But the attachment is located on the requested item created.

And honestly, having access to a document you have yourself attached to a record you have created makes sense to me.

Basically, what needs to happen is that on insert of a new ritm, if the parent of the request is a case, then I want to copy the attachment. And we only want this to happen on insert.

In theory, that's quite clear. But in practicalities, I think the order of creation/relation of the different records is such that my BR is never running on insert, as I think the condition is never satisfied.

I tried on after insert and async BR on case and RITM, they're never triggered.

If I allow it on update too, then they work flawlessly.

I think at the end of the day, we may create a custom action or subflow to insert at the start of all the "external request" flows, but that then depends on procedure rather than system logic and so prone to human mistakes in the future.

I'm curious if anyone has already faced that problem, and if yes, how this was solved.

The use case doesn't seem that crazy to me, and I'm quite surprised this is not a functionality out of the box.

Thanks for any input you can provide

[Marina Leksina]

Hey Julien! 

I did not find the other solution, but to create a flow that is triggered on case created for CSM request, it will find a corresponding RITM, lookup its attachments in the sys_attachment table and for each attachment it will copy it over to the case. This way the attachments will appear upon the submitting of CSM Request for the customer. 

[Julien]

Hi Marina. That seems like a great solution. I will pass the info to the team, have them try it, but I don't see why that wouldn't work.

Thanks for your input and have a great day 🙂